Director, Customer Experience

Propel Holdings; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

Join a dynamic fintech company that is reshaping financial access for underserved consumers. In this leadership role, you will spearhead user and customer experience strategies, ensuring that our innovative platform meets the needs of our users. You will leverage your extensive experience in UX/UI design and customer-centric innovation to create data-driven, user-friendly experiences. Collaborate with cross-functional teams to drive continuous improvement and foster a customer-centric culture. This is an exciting opportunity to make a significant impact in a fast-growing organization that values talent and creativity.

Benefits

Growth and opportunity

Incredible company culture

Competitive salary and health benefits

Group health and dental benefits

Group RRSP program

Support for new parents

Diverse and inclusive workplace

Qualifications

• 10+ years in user/customer experience, with 5+ years in leadership.
• Strong analytical skills and ability to translate data into insights.

Responsibilities

• Lead UX/UI strategy to enhance customer engagement and satisfaction.
• Oversee user research and develop customer journey maps.

Skills

User Experience Design

Customer Experience Strategy

Data Analysis

Cross-functional Team Leadership

Customer Feedback Tools

Communication Skills

Education

Bachelor's Degree in Design or Related Field

Tools

NPS

CSAT

Customer Journey Mapping Tools

Job description

About Us:
Propel (TSX: PRL) is the fintech company building a new world of financial opportunity by facilitating access to credit for consumers underserved by traditional financial institutions. Through its AI-driven platform, Propel evaluates customers in a more comprehensive way than traditional credit scores can. Our revolutionary fintech platform has already helped consumers access over one million loans and lines of credit and over one billion dollars in credit.
To build a new world of opportunity we bring together the brightest talent to help us build opportunities. We are entrepreneurs and believe in measuring success through results and growing within; talent and hard work never goes unnoticed. At Propel, we are here to change the way employees, customers and shareholders succeed together.

We are a team of passionate entrepreneurs, who foster curiosity and growth in our employees. Our culture is why we’ve been so successful and why our employees choose Propel to build their careers. It’s also why we’re one of North America’s fastest growing companies and a Best Place to Work.
Join us as we change the way employees, customers and shareholders succeed together.

About You:
As a fast-growing fintech, we stay true to our startup roots. You picture yourself within a vibrant and entrepreneurial organization where your ideas will be heard, and you have an opportunity to showcase your talent. You are motivated by goals, a self-starter and like to wear multiple hats.

You will lead the user and customer experience strategy that furthers our mission of credit inclusion across all our products. You are responsible for creating data-driven, user-centric experiences that guide users through their journey, deepen their understanding of the products offered on our fintech platform, and deliver on best-in-class user experience. This includes leveraging advanced UX/UI design principles, overseeing user research, and utilizing performance metrics to drive continuous improvement. The ideal candidate will have a strong technical background in UX/UI design, a passion for customer-centric innovation, and the ability to lead cross-functional teams to achieve measurable results.

Responsibilities

• Develop and implement the company's UX/UI strategy that aligns to the company’s growth objectives and customer engagement goals
• Oversee the customer experience across all digital touchpoints and in close coordination with all non-digital channels
• Lead user research and insights to generate insights about customers’ motivations, feedback, and pain points to drive continuous improvement
• Design, implement, measure and track customer satisfaction and loyalty
• Partner with cross-functional teams, including marketing, product, and customer support, to identify opportunities to improve the customer experience
• Develop and maintain customer journey maps to understand customer needs and pain points and identify opportunities for improvement
• Develop and manage the customer experience team, including hiring, coaching, and development
• Stay up-to-date with industry trends and best practices in customer experience and make recommendations for continuous improvement
• Champion a customer-centric culture and provide training and support to teams across the organization to improve customer experience

Requirements

• 10+ years of experience in user experience or customer experience role, with at least 5 years in a leadership role
• Proven track record of developing and implementing customer experience strategies that drive customer satisfaction and loyalty
• Strong knowledge of customer feedback tools and technologies, including NPS, CSAT, and customer journey mapping
• Excellent analytical skills and the ability to translate customer data into actionable insights
• Strong leadership skills and experience managing and developing a team
• Strong communication and collaboration skills, with the ability to partner effectively with cross-functional teams
• Experience in financial services preferred but not necessary

Benefits to Joining Propel

• Growth and opportunity – we pride ourselves on promoting from within
• Incredible company culture
• Competitive salary and health benefits
• Group health and dental benefits
• Group RRSP program
• Support for new parents
• Diverse and inclusive workplace

Should you require accommodation throughout any stage of the recruitment and selection process, please specify your requirements when submitting your application and we will work with you to accommodate your needs.

We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, family status, national origin, age, people from gender and sexually diverse communities, and/or people with intersectional identities.
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted. No agencies or phone calls.